Airguns of Arizona

We will accept the order back in its original entirety for full refund on the productShipping charges are not refundable as clearly stated in our policy This is due to the fact that shipping charges are paid to the carrier and non-refundable to us At this point, we have paid the shipping fees, fulfilled the order per the customer's specific request to ship without inspection or testing, and also purchased the parts and paid shipping to satisfy his original request by phone to resolve the airgun he determined to be defective Being that he is still unhappy despite this initial fulfillment, we will accept the entire order of airguns back for full refund of the product purchase amount with all shipping charges deducted This offer comes with the stipulation that the goods arrive to us safely packaged and in the original packaging, with zero signs of use or damage The customer's account will be noted with all details of this complaint and closed upon completion of this transaction

There are some pieces to this complaint that are untold and/or misrepresented.  When the order was placed, the customer insisted that the products be Unopened and Untested.  We explained at that time that we test every airgun before shipping to ensure it is right and free of defect, and...

that we cannot be held responsible for defects without being allowed to inspect the product.  The customer insisted, and we noted the order as such.  The product was then pulled and shipped per the request.The "defect" referred to by the customer is not defined as such.  Defect is a part or assembly made incorrectly by the factory.  The stripped out screws are an abuse item, as defined by the warranty policy provided by the factory. These screws cannot strip out under normal operation of the airgun.  They will only strip out if the user over-tightens them with a screwdriver.When the customer first emailed about the issue, we did not authorize the return. In fact, he was not asking in the first email, he was demanding that we issue prepaid return labels. When the customer described the problem, we were concerned because a) this is an issue that we have never encountered in the multiple hundreds of the same model we have tested and shipped, and b) the customer was claiming he had two delivered with the same issue.  It was not until we pulled up his order and saw that he also had insisted that we NOT inspect and test per our normal policy that we became suspicious of the issue.When the customer received our initial response, he immediately said that he had already contacted the warranty center, and checked into the cost of the replacement parts. This again made us suspicious because he was looking to fix something he immediately knew to be bad, despite telling us that he had just received and opened the goods that very same day.We explained that the product was not a defect in workmanship, but rather mis-used, and that all warranty and parts claims must be made with the USA warranty center. our policy on returns states "Any merchandise that has been tampered with, customized, or shows any sign of use will not be eligible for return." and the issue described is a tamper issue.  Not only did the customer identify that the screws were stripped out, but he tore into the rifle to determine which parts were needing replacement, and we confirmed had spoken with the warranty center about the parts needed, etc. Adding to our suspicion was that the customer was not seeking replacement but full refund. The customer was also demanding we pay return shipping despite our return policy clearly stating, "Shipping charges are non-refundable. Customer is responsible for shipping returned merchandise, and product should be packaged safe and insured. Any damage that occurs in return shipping is the responsibility of the customer."When the customer became upset over the phone, and our representative was directed to speak to a manager, he was not simply told no and sent away.  What he was told was that, due to the circumstances and his waiving of our procedure to test and inspect, we could not accept the return as well as pay the return shipping.  As a good gesture, and to resolve the issue he is complaining about, we offered to get the parts he says were "defective" shipped to him for no charge. We then contacted the warranty center, who was already aware of the customer, and ordered the parts to be delivered. They told us that this issue was most certainly user-caused, and said the parts were shipping that same day.So, regarding the complaint summary from the customer, he is not stuck with defective product, and he does not have to purchase replacement parts.  The parts are already moving, and he will not be charged any fees for the service.

Unfortunately, many of the claims made by Airguns of Arizona
are not true.  In addition, I have the
emails to support all of my claims, and a phone log of whom I spoke with on
each occasion.  I have attached the string of emails, to verify my claims,
and to prove that Airguns of Arizona has in fact misrepresented the facts.  I will respond to each item of Airguns of Arizonas' below.There are some pieces to this complaint that are untold
and/or misrepresented.  When the order
was placed, the customer insisted that the products be Unopened and
Untested.  We explained at that time that
we test every airgun before shipping to ensure it is right and free of defect,
and that we cannot be held responsible for defects without being allowed to
inspect the product.  The customer
insisted, and we noted the order as such.  The product was then pulled and shipped per the request.[MY RESPONSE:  I spoke
with Darren (or Darryl, I couldn’t quite hear which name he said) at 9:30am on
October 13th.  When I placed
the order, I requested 2 new, unopened guns, as I wanted to be sure that I
didn’t get a previously returned item.  Darren
said this was not a problem.  Darren did
not say that Airguns of Arizona “cannot be held responsible for defects without
being allowed to inspect the product.”]The "defect" referred to by the customer is not
defined as such.  Defect is a part or
assembly made incorrectly by the factory.  The stripped out screws are an abuse item, as defined by the warranty
policy provided by the factory. These screws cannot strip out under normal
operation of the airgun.  They will only
strip out if the user over-tightens them with a screwdriver. [MY RESPONSE:  I
partially agree with this statement.  The
screws could certainly be stripped out from abuse, or from mis-threading them
into the bracket.  However, I did not
abuse the screws.  I did not touch them
with any tool or use the rifle in any way that would cause any damage to the
screws.  I hadn’t even shot the rifles
yet.   I noticed the stripped screws, on
both rifles, upon initial inspection.  In
fact, these screws came this way from the factory.  I will support claim further, in my responses
below.]When the customer first emailed about the issue, we did not
authorize the return. In fact, he was not asking in the first email, he was
demanding that we issue prepaid return labels. When the customer described the
problem, we were concerned because a) this is an issue that we have never
encountered in the multiple hundreds of the same model we have tested and
shipped, and b) the customer was claiming he had two delivered with the same
issue.  It was not until we pulled up his
order and saw that he also had insisted that we NOT inspect and test per our
normal policy that we became suspicious of the issue.[MY RESPONSE:  This is
an outright lie.  I have the email
correspondence to prove it.  Airguns of
Arizona sent me an email stating the following “Simply box up the rifle and
return it to our address at 1970 W Elliot Rd Suite 109 Gilbert, AZ  85233  Please include a note stating why you are returning it, and we will get
you a refund issued as soon as it gets back here.”  And this was after I had explained exactly
why I wanted to return one of the rifles.  Also, I never demanded anything.  I asked, “Is there any way that you would be willing to send me a return
label for the one defective gun that I am returning to you, since am dealing
with getting the other defective gun fixed?  I would appreciate it.”]When the customer received our initial response, he
immediately said that he had already contacted the warranty center, and checked
into the cost of the replacement parts. This again made us suspicious because
he was looking to fix something he immediately knew to be bad, despite telling
us that he had just received and opened the goods that very same day.[MY RESPONSE:  If
anything, this statement supports my claims.  I did contact Umarex USA immediately, because I noticed the screws were
stripped “immediately”.  I was in fact
“looking to fix something [I] immediately knew to be bad” because I noticed
that the screws were stripped upon the initial inspection of the rifles.]We explained that the product was not a defect in
workmanship, but rather mis-used, and that all warranty and parts claims must
be made with the USA warranty center. our policy on returns states "Any
merchandise that has been tampered with, customized, or shows any sign of use
will not be eligible for return." and the issue described is a tamper
issue.  Not only did the customer
identify that the screws were stripped out, but he tore into the rifle to
determine which parts were needing replacement, and we confirmed had spoken with
the warranty center about the parts needed, etc. Adding to our suspicion was
that the customer was not seeking replacement but full refund. The customer was
also demanding we pay return shipping despite our return policy clearly
stating, "Shipping charges are non-refundable. Customer is responsible for
shipping returned merchandise, and product should be packaged safe and insured.
Any damage that occurs in return shipping is the responsibility of the
customer."[MY RESPONSE:  I never
tampered with the rifle or “tore” into the rifle.  I did remove the stock screws so that I could
send pictures to Airguns of Arizona and to Umarex USA, to show them that the
screws were in fact stripped.  I then
carefully replaced them in the rifles.  Again, I never demanded that they pay the return shipping charges.  In fact, after the declined my initial (and
polite) request to provide the return shipping, I agreed to pay the return
shipping charges.  (In fact I did pay $50
in return S&H charges, after they gave me initial approval to return the
gun.  However, they then sent me an email
saying that they would not accept the return, so I went and picked up my
package from the UPS facility before it shipped back to Airguns of Arizona.  I have the receipt and label to prove this.)  Also, I never asked for a full refund.  I only requested a refund for one of the
rfiles.  I originally ordered 2 rifles,
because I wanted one with a synthetic stock, and a second one where I could
install a custom stock.  After handling
the synthetic stock, I realized that I didn’t like the feel of it.  I just wanted to keep one of the rifles to
upgrade to a custom stock in the future, and I wanted to return the other
rifle.]When the customer became upset over the phone, and our
representative was directed to speak to a manager, he was not simply told no
and sent away.  What he was told was
that, due to the circumstances and his waiving of our procedure to test and
inspect, we could not accept the return as well as pay the return
shipping.  As a good gesture, and to
resolve the issue he is complaining about, we offered to get the parts he says
were "defective" shipped to him for no charge. We then contacted the
warranty center, who was already aware of the customer, and ordered the parts to
be delivered. They told us that this issue was most certainly user-caused, and
said the parts were shipping that same day.[MY RESPONSE:  I
disagree with portions of this statement.  In all of my dealings with Airguns of Arizona, I have remained extremely
polite, despite their accusatory and non-customer friendly attitude.  Their accusatory tone even comes across in
their response to my claims.  On October
20th, it was Kip who I spoke with on the phone.   He accused me of tampering with the rifles,
but said that he would send me 4 replacement screws.  Also, when I spoke with the Umarex USA
Warranty department at 11:58am on October 21, I got a different response.  The gunsmith (Mark) stated specifically that
it is, “not without possibility that these screws were cross threaded on
installation.”]So, regarding the complaint summary from the customer, he is
not stuck with defective product, and he does not have to purchase replacement
parts.  The parts are already moving, and
he will not be charged any fees for the service.[MY RESPONSE:  I
received the parts last night.  I
received 2 screws, and one bracket.  (Please
note that these are not the parts that I was promised by Kip.  This would only replace the defective parts
on 1 of the rifles.)  These new parts
support my claims perfectly.  Neither
screw will screw into the bracket easily!  In addition, only one side of the bracket is threaded for a screw, the
other side is just a hole, where the screw would not fit.  In order to screw these screws into the
bracket, I would likely have to force them, which would likely cause the tips of
the screws to strip out.]

We are sorry to read this complaint.  Yesterday, when Mr. [redacted] was in our showroom, we tried to be extremely clear on the matter despite his name calling and inability to listen to our instruction.  We have a published policy regarding returns and/or refunds.  It can be read here:...

http://www.[redacted].com/[redacted].html

and in this policy we state that after 30 days there is no return option.  Also, used product that breaks under warranty is not subject to return, as it falls under warranty repair as the product broke after use, and was not defective upon purchase.  When Mr. [redacted] was in our store we attempted to explain how a warranty is handled.  We are not a [redacted] authorized repair center, and cannot fix, replace or make attempt to repair his air rifle under warranty.  Legal liability concerns prevent us from altering or attempting repair on products that we are not authorized by the manufacturer to service or repair.  Enclosed with his purchased rifle and also published on the manufacturer's web page is a copy of the warranty they offer with their product, which is available here:

http://[redacted].com/**-[redacted]

and in which they clearly state:

"All [redacted] airguns are manufactured to the highest possible standards, using the finest materials, to give faultless service. In the unlikely event of a defect in material or workmanship, at any time, within the twelve months of the date of registration, [redacted] will repair or replace the air gun (at [redacted]’s discretion)"

and

"The authorized [redacted], [redacted] service/warranty center is:

[redacted] #*

[redacted], [redacted]

###-###-####"

We are sorry to hear that his airgun is having trouble, but we were in no way as cold or unconcerned as he is describing in his complaint.  We attempted to provide the best information to help in his warranty issue, but cannot get in the middle of a warranty claim.  Each of our suppliers are very clear that warranty matters are to be left between the end-user and the manufacturer to avoid any confusion and prevent any legal interference. As a retailer we have no ability to exchange or attempt to handle a warranty request with the manufacturer of the product which Mr. [redacted] freely chose to purchase.  We also have no obligation to break our own published policy simply because a customer calls our ethics into question.

We acknowledge that the customer bought a product initially, and returned it for full credit.  This entire amount was applied to his next purchase as agreed.

On his 2nd purchase following use by the customer, he claimed the product was inaccurate, which is not the same as being...

defective as the product worked as designed by the manufacturer and would be a rectifiable issue covered by the manufacturer's warranty.  Our documented accuracy test results prior to shipping did not support his claim, but we had it returned for us to re-test and then service if needed as accuracy is covered by the warranty.

Upon receipt of the returned product, the onboard computer showed that the air rifle was fired in excess of 800 shots by the customer, and his use was documented by his own test targets he sent with the product.  We cleaned the barrel based on the amount of use as it is recommended to clean the barrel every 500 shots to maintain good accuracy.  When cleaned, we tested the product at 50 yards and the results were well inside the factory specification, and vastly better than the targets he supplied with the rifle for service.

When we called to inform him that the rifle was tested following this routine cleaning, and that the accuracy was fully restored, he began insisting that we give a full refund because he decided he did not want this particular product.  Our published policy on returns clearly defines that all used product is subject to a 15% restocking fee.  Our obligation to repair or service product that is broken, defective or in this case dirty, does not have impact on our return policy as these are unrelated issues.  We were fully open in communication that the services we performed were done free-of-charge, and we would return the product at our expense.  The customer refused to accept the fully warrantied product despite the test results we provided, and immediately published a negative review to leverage his return.  If he wants to change from a no-charge service to a refund of the product he used for more than 800 shots, our policy on returns applies.  This policy is clearly defined on our web page, and on every invoice copy.

We are willing to return the warrantied product as we stated to the customer at no cost to him.  Otherwise, we will issue the refund for the used product as per our Return Policy.

I have reviewed the response made by the business in reference to complaint ID 10102802, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.First of all, I did not receive a response as noted. Now, after reading it I see I was correct in telling them their ethics are terrible. I did become upset when all the Rep. could keep repeating was, "we've never had any of these guns come back." I continued to point out what appears to be a manufacturing defect witch the Rep. would ignore and repeat their mantra as stated above.As far as name calling. NO! When another employee came forward and repeated the mantra, I stated my 30 years of building homes and can see when something is structurally defective. He also ignored the problem I was pointing out, repeated the mantra and stated his credentials. I replied maybe he has the ability to put a nut on a bolt but is unable to to see when something is defective. He told me I better "step off" than he left the area.Now, after review I stand by my accusation of poor business ethics. Their lie about name calling, their throwing both hands up and saying its your problem now. and now because the Revdex.com has their name wrong, There has been this model of air rifle returned because of breaking soon after purchase.When I searched the Revdex.com before doing business with this company (as is my custom.) nothing came up. You have their name wrong! Its "Airguns of Arizona" not "Air Guns of Arizona." Your map also has their location wrong, their just east of Arizona Ave. on Elliot, not out off Val Vista or whatever your map is showing.After reading their staunch reply, I see its futile to expect any resolve from this company. But don't write it up as being resolved, your lying to the public if you do. Get their name correct in your data base and write it up as unresolved!

Regards,

Steven [redacted]

There are some pieces to this complaint that are untold and/or misrepresented.  When the order was placed, the customer insisted that the products be Unopened and Untested.  We explained at that time that we test every airgun before shipping to ensure it is right and free of defect,...

and that we cannot be held responsible for defects without being allowed to inspect the product.  The customer insisted, and we noted the order as such.  The product was then pulled and shipped per the request.The "defect" referred to by the customer is not defined as such.  Defect is a part or assembly made incorrectly by the factory.  The stripped out screws are an abuse item, as defined by the warranty policy provided by the factory. These screws cannot strip out under normal operation of the airgun.  They will only strip out if the user over-tightens them with a screwdriver.
When the customer first emailed about the issue, we did not authorize the return. In fact, he was not asking in the first email, he was demanding that we issue prepaid return labels. When the customer described the problem, we were concerned because a) this is an issue that we have never encountered in the multiple hundreds of the same model we have tested and shipped, and b) the customer was claiming he had two delivered with the same issue.  It was not until we pulled up his order and saw that he also had insisted that we NOT inspect and test per our normal policy that we became suspicious of the issue.
When the customer received our initial response, he immediately said that he had already contacted the warranty center, and checked into the cost of the replacement parts. This again made us suspicious because he was looking to fix something he immediately knew to be bad, despite telling us that he had just received and opened the goods that very same day.
We explained that the product was not a defect in workmanship, but rather mis-used, and that all warranty and parts claims must be made with the USA warranty center. our policy on returns states "Any merchandise that has been tampered with, customized, or shows any sign of use will not be eligible for return." and the issue described is a tamper issue.  Not only did the customer identify that the screws were stripped out, but he tore into the rifle to determine which parts were needing replacement, and we confirmed had spoken with the warranty center about the parts needed, etc. Adding to our suspicion was that the customer was not seeking replacement but full refund. The customer was also demanding we pay return shipping despite our return policy clearly stating, "Shipping charges are non-refundable. Customer is responsible for shipping returned merchandise, and product should be packaged safe and insured. Any damage that occurs in return shipping is the responsibility of the customer."
When the customer became upset over the phone, and our representative was directed to speak to a manager, he was not simply told no and sent away.  What he was told was that, due to the circumstances and his waiving of our procedure to test and inspect, we could not accept the return as well as pay the return shipping.  As a good gesture, and to resolve the issue he is complaining about, we offered to get the parts he says were "defective" shipped to him for no charge. We then contacted the warranty center, who was already aware of the customer, and ordered the parts to be delivered. They told us that this issue was most certainly user-caused, and said the parts were shipping that same day.
So, regarding the complaint summary from the customer, he is not stuck with defective product, and he does not have to purchase replacement parts.  The parts are already moving, and he will not be charged any fees for the service.

By re-opening this complaint, nothing new is presented, and the facts remain the same.  The goods are outside our published return policy, but his product is still covered by the factory warranty.  He may deal with the manufacturer and they will resolve any complaint according to their policy.  His complaint regarding the product being potentially defective is an issue with the manufacturer, who covers defect in workmanship and materials in their factory warranty.

Unfortunately, many of the claims made by Airguns of Arizona

are not true.  In addition, I have the

emails to support all of my claims, and a phone log of whom I spoke with on

each occasion.  I have attached the string of emails, to verify my claims,

and to prove that Airguns of Arizona has in fact misrepresented the facts.  I will respond to each item of Airguns of Arizonas' below.There are some pieces to this complaint that are untold

and/or misrepresented.  When the order

was placed, the customer insisted that the products be Unopened and

Untested.  We explained at that time that

we test every airgun before shipping to ensure it is right and free of defect,

and that we cannot be held responsible for defects without being allowed to

inspect the product.  The customer

insisted, and we noted the order as such.  The product was then pulled and shipped per the request.[MY RESPONSE:  I spoke

with Darren (or Darryl, I couldn’t quite hear which name he said) at 9:30am on

October 13th.  When I placed

the order, I requested 2 new, unopened guns, as I wanted to be sure that I

didn’t get a previously returned item.  Darren

said this was not a problem.  Darren did

not say that Airguns of Arizona “cannot be held responsible for defects without

being allowed to inspect the product.”]The "defect" referred to by the customer is not

defined as such.  Defect is a part or

assembly made incorrectly by the factory.  The stripped out screws are an abuse item, as defined by the warranty

policy provided by the factory. These screws cannot strip out under normal

operation of the airgun.  They will only

strip out if the user over-tightens them with a screwdriver. [MY RESPONSE:  I

partially agree with this statement.  The

screws could certainly be stripped out from abuse, or from mis-threading them

into the bracket.  However, I did not

abuse the screws.  I did not touch them

with any tool or use the rifle in any way that would cause any damage to the

screws.  I hadn’t even shot the rifles

yet.   I noticed the stripped screws, on

both rifles, upon initial inspection.  In

fact, these screws came this way from the factory.  I will support claim further, in my responses

below.]When the customer first emailed about the issue, we did not

authorize the return. In fact, he was not asking in the first email, he was

demanding that we issue prepaid return labels. When the customer described the

problem, we were concerned because a) this is an issue that we have never

encountered in the multiple hundreds of the same model we have tested and

shipped, and b) the customer was claiming he had two delivered with the same

issue.  It was not until we pulled up his

order and saw that he also had insisted that we NOT inspect and test per our

normal policy that we became suspicious of the issue.[MY RESPONSE:  This is

an outright lie.  I have the email

correspondence to prove it.  Airguns of

Arizona sent me an email stating the following “Simply box up the rifle and

return it to our address at 1970 W Elliot Rd Suite 109 Gilbert, AZ  85233  Please include a note stating why you are returning it, and we will get

you a refund issued as soon as it gets back here.”  And this was after I had explained exactly

why I wanted to return one of the rifles.  Also, I never demanded anything.  I asked, “Is there any way that you would be willing to send me a return

label for the one defective gun that I am returning to you, since am dealing

with getting the other defective gun fixed?  I would appreciate it.”]When the customer received our initial response, he

immediately said that he had already contacted the warranty center, and checked

into the cost of the replacement parts. This again made us suspicious because

he was looking to fix something he immediately knew to be bad, despite telling

us that he had just received and opened the goods that very same day.[MY RESPONSE:  If

anything, this statement supports my claims.  I did contact Umarex USA immediately, because I noticed the screws were

stripped “immediately”.  I was in fact

“looking to fix something [I] immediately knew to be bad” because I noticed

that the screws were stripped upon the initial inspection of the rifles.]We explained that the product was not a defect in

workmanship, but rather mis-used, and that all warranty and parts claims must

be made with the USA warranty center. our policy on returns states "Any

merchandise that has been tampered with, customized, or shows any sign of use

will not be eligible for return." and the issue described is a tamper

issue.  Not only did the customer

identify that the screws were stripped out, but he tore into the rifle to

determine which parts were needing replacement, and we confirmed had spoken with

the warranty center about the parts needed, etc. Adding to our suspicion was

that the customer was not seeking replacement but full refund. The customer was

also demanding we pay return shipping despite our return policy clearly

stating, "Shipping charges are non-refundable. Customer is responsible for

shipping returned merchandise, and product should be packaged safe and insured.

Any damage that occurs in return shipping is the responsibility of the

customer."[MY RESPONSE:  I never

tampered with the rifle or “tore” into the rifle.  I did remove the stock screws so that I could

send pictures to Airguns of Arizona and to Umarex USA, to show them that the

screws were in fact stripped.  I then

carefully replaced them in the rifles.  Again, I never demanded that they pay the return shipping charges.  In fact, after the declined my initial (and

polite) request to provide the return shipping, I agreed to pay the return

shipping charges.  (In fact I did pay $50

in return S&H charges, after they gave me initial approval to return the

gun.  However, they then sent me an email

saying that they would not accept the return, so I went and picked up my

package from the UPS facility before it shipped back to Airguns of Arizona.  I have the receipt and label to prove this.)  Also, I never asked for a full refund.  I only requested a refund for one of the

rfiles.  I originally ordered 2 rifles,

because I wanted one with a synthetic stock, and a second one where I could

install a custom stock.  After handling

the synthetic stock, I realized that I didn’t like the feel of it.  I just wanted to keep one of the rifles to

upgrade to a custom stock in the future, and I wanted to return the other

rifle.]When the customer became upset over the phone, and our

representative was directed to speak to a manager, he was not simply told no

and sent away.  What he was told was

that, due to the circumstances and his waiving of our procedure to test and

inspect, we could not accept the return as well as pay the return

shipping.  As a good gesture, and to

resolve the issue he is complaining about, we offered to get the parts he says

were "defective" shipped to him for no charge. We then contacted the

warranty center, who was already aware of the customer, and ordered the parts to

be delivered. They told us that this issue was most certainly user-caused, and

said the parts were shipping that same day.[MY RESPONSE:  I

disagree with portions of this statement.  In all of my dealings with Airguns of Arizona, I have remained extremely

polite, despite their accusatory and non-customer friendly attitude.  Their accusatory tone even comes across in

their response to my claims.  On October

20th, it was Kip who I spoke with on the phone.   He accused me of tampering with the rifles,

but said that he would send me 4 replacement screws.  Also, when I spoke with the Umarex USA

Warranty department at 11:58am on October 21, I got a different response.  The gunsmith (Mark) stated specifically that

it is, “not without possibility that these screws were cross threaded on

installation.”]So, regarding the complaint summary from the customer, he is

not stuck with defective product, and he does not have to purchase replacement

parts.  The parts are already moving, and

he will not be charged any fees for the service.[MY RESPONSE:  I

received the parts last night.  I

received 2 screws, and one bracket.  (Please

note that these are not the parts that I was promised by Kip.  This would only replace the defective parts

on 1 of the rifles.)  These new parts

support my claims perfectly.  Neither

screw will screw into the bracket easily!  In addition, only one side of the bracket is threaded for a screw, the

other side is just a hole, where the screw would not fit.  In order to screw these screws into the

bracket, I would likely have to force them, which would likely cause the tips of

the screws to strip out.]

We contacted the customer following receipt of this complaint.  The incident took place several months ago, and there was no communication between then and now, when this complaint was filed.  Following our conversation, we have issued a refund for the shipping fees, and the customer said...

he would remove his complaint.  Had the customer contacted us directly, this complaint would have been avoided.

We will accept the order back in its original entirety for full refund on the product. Shipping charges are not refundable as clearly stated in our policy.  This is due to the fact that shipping charges are paid to the carrier and non-refundable to us.  At this point, we have paid the shipping fees, fulfilled the order per the customer's specific request to ship without inspection or testing, and also purchased the parts and paid shipping to satisfy his original request by phone to resolve the 1 airgun he determined to be defective.  Being that he is still unhappy despite this initial fulfillment, we will accept the entire order of 2 airguns back for full refund of the product purchase amount with all shipping charges deducted.  This offer comes with the stipulation that the goods arrive to us safely packaged and in the original packaging, with zero signs of use or damage.  The customer's account will be noted with all details of this complaint and closed upon completion of this transaction.

Recently made a walk into store purchase of an air rifle and a few accessories. As a first time adult air rifle customer I had many questions about this new endeavor. The sales staff answered all my questions and provided additional information that I found very useful at a later date. My experience with this business was excellent and I look forward to continuing to do business with Airguns of Arizona and additional purchases !

Review: I bought a FX Verminator .22 that cost $1700 and when I received the product it wouldn't shoot as expected and with in a day I sent it back in perfect condition. This air rifle is supposed to perform 1/2 inches at 50 yards but it would have a lot of flyer which make a bad group averaging 1 to 2 inches at 50 yards with JSB 18 grain. So I sent the gun back to AOA and they gladly took it in for a credit and they did admit it had some problems . I exchanged it for a Daystate MK4 .22 that cost $1997 so I had to pay the differences of $297. I shot the rifle and this time it was worst than the FX Verminator. It was averaging 1-2 inches with JSB 18 grain at 50 yards. WIth the other pellets it would just spin out of control in flight both in high and low power. Barracuda 21 grain, FTT 14 grain, FTS 14 grain, and ect. These air rifle aren't your regular [redacted]t bb gun and it is expected to be a solid product. Today I spoke with [redacted] and he told me they did do some adjustment with the rifle and they fixed it. I don't think I can trust this company anymore at this point I'm just sick and tired of running around sending the gun back and forth. Testing it in the hot sun and wasting my pellets and my air in my tank. So I asked for a full refund. They said they will apply the 15% stocking fee on a perfectly good condition gun in original package. So I am out $300 for no fault of mine.They didn't look there self and wasn't even guilty of sending products that would be inaccurate. They test these rifle at 20 yards but distance will speak differently at 50 yards. I would never ever in a million years buy another product from these guys. They will monopolize your money and have you in fear of returning your products.Desired Settlement: Get my money back for collecting stocking fee on in-accurate defective products.

Business

Response:

We acknowledge that the customer bought a product initially, and returned it for full credit. This entire amount was applied to his next purchase as agreed.

On his 2nd purchase following use by the customer, he claimed the product was inaccurate, which is not the same as being defective as the product worked as designed by the manufacturer and would be a rectifiable issue covered by the manufacturer's warranty. Our documented accuracy test results prior to shipping did not support his claim, but we had it returned for us to re-test and then service if needed as accuracy is covered by the warranty.

Upon receipt of the returned product, the onboard computer showed that the air rifle was fired in excess of 800 shots by the customer, and his use was documented by his own test targets he sent with the product. We cleaned the barrel based on the amount of use as it is recommended to clean the barrel every 500 shots to maintain good accuracy. When cleaned, we tested the product at 50 yards and the results were well inside the factory specification, and vastly better than the targets he supplied with the rifle for service.

When we called to inform him that the rifle was tested following this routine cleaning, and that the accuracy was fully restored, he began insisting that we give a full refund because he decided he did not want this particular product. Our published policy on returns clearly defines that all used product is subject to a 15% restocking fee. Our obligation to repair or service product that is broken, defective or in this case dirty, does not have impact on our return policy as these are unrelated issues. We were fully open in communication that the services we performed were done free-of-charge, and we would return the product at our expense. The customer refused to accept the fully warrantied product despite the test results we provided, and immediately published a negative review to leverage his return. If he wants to change from a no-charge service to a refund of the product he used for more than 800 shots, our policy on returns applies. This policy is clearly defined on our web page, and on every invoice copy.

We are willing to return the warrantied product as we stated to the customer at no cost to him. Otherwise, we will issue the refund for the used product as per our Return Policy.

Review: On October 13, 2015, I purchased 2 RWS 34P Pro Compact Rifles from Airguns of Arizona (AoA). I received both rifles on Friday, October 16, 2015. Both rifles arrived safely, and were well packaged. I requested that both rifles be new and unused, as I wanted to ensure that I got brand new guns, and not items that had been used/returned.

After inspecting the guns, I found that both rifles had a similar defect. The forearm screws on both rifles have stripped ends. Either these rifles were previously tampered with and returned, or they came that way as a factory defect. I should note that neither rifle was wrapped up like other RWS rifles that I have received. (Previous rifles were tightly wrapped in plastic with a rubber band clamping the end shut. These rifles were loosely wrapped in plastic.)

I contracted AoA about these issues, and was authorized at 8:54AM, on October 19, 2015, to return one of the guns for a refund. (The gun was not shot, nor was the scope or mount opened or used – it appeared as new.) I said that I had shot the other gun and was happy with it, so I would deal with Umarex USA to get replacement parts. I told them that I would ship the gun the next day, which I did. On the morning of October 20, 2015, after I had submitted the gun to UPS to ship back to AoA, I received an email from AoA saying that “Since you waived this check [the initial inspection/testing] we have no obligation to take this back as defective, and have to operate under the assumption that this was user inflicted.” I assured them that, “I did NOT damage these rifles. BOTH rifles came with the stripped out screws.” I also reminded them that nothing is written in their online return policy, or was conveyed via email, or over the phone when I placed the order, that says that you can't return a defective item if you don't have the inspection performed. I told them that I would not have purchased the rifles if I had known this was their policy.

After emailing AoA, I followed up with a phone call. I spoke with a representative at about 10:00AM, on October 20, 2015. I explained everything to him that I had written in the email. He was somewhat accusatory, and claimed that I must have tampered with the rifles to cause the damage. I assured him that I didn’t, but he said that he couldn’t believe that 2 back-to-back guns could come from the factory with the same issue. I understood his mindset, but I again confirmed that I did not cause any damage to the rifles. I asked that he check with the manager and that they please accept this rifle as a return for a refund. He checked with the manager and said that they would not accept it for a return.

As it now stands, I was able to pick up the package from UPS before it left the facility. However, I am stuck with 2 defective rifles where I will need to spend somewhere between $40 - $60 to have them shipped in for warranty service, or to purchase replacement parts.Desired Settlement: My desired outcome would be to return the (1) defective RWS 34P Pro Compact Rifle to Airguns of Arizona for the $247 refund. I would also appreciate if they would pay the return shipping charges. I will keep the other defective rifle and will deal with UmarexUSA on ordering replacement parts.

I am also willing to return everything, in order to be refunded the entire order amount (including the S&H charges), if this is preferred by Airguns of Arizona.

Business

Response:

There are some pieces to this complaint that are untold and/or misrepresented. When the order was placed, the customer insisted that the products be Unopened and Untested. We explained at that time that we test every airgun before shipping to ensure it is right and free of defect, and that we cannot be held responsible for defects without being allowed to inspect the product. The customer insisted, and we noted the order as such. The product was then pulled and shipped per the request.The "defect" referred to by the customer is not defined as such. Defect is a part or assembly made incorrectly by the factory. The stripped out screws are an abuse item, as defined by the warranty policy provided by the factory. These screws cannot strip out under normal operation of the airgun. They will only strip out if the user over-tightens them with a screwdriver.When the customer first emailed about the issue, we did not authorize the return. In fact, he was not asking in the first email, he was demanding that we issue prepaid return labels. When the customer described the problem, we were concerned because a) this is an issue that we have never encountered in the multiple hundreds of the same model we have tested and shipped, and b) the customer was claiming he had two delivered with the same issue. It was not until we pulled up his order and saw that he also had insisted that we NOT inspect and test per our normal policy that we became suspicious of the issue.When the customer received our initial response, he immediately said that he had already contacted the warranty center, and checked into the cost of the replacement parts. This again made us suspicious because he was looking to fix something he immediately knew to be bad, despite telling us that he had just received and opened the goods that very same day.We explained that the product was not a defect in workmanship, but rather mis-used, and that all warranty and parts claims must be made with the USA warranty center. our policy on returns states "Any merchandise that has been tampered with, customized, or shows any sign of use will not be eligible for return." and the issue described is a tamper issue. Not only did the customer identify that the screws were stripped out, but he tore into the rifle to determine which parts were needing replacement, and we confirmed had spoken with the warranty center about the parts needed, etc. Adding to our suspicion was that the customer was not seeking replacement but full refund. The customer was also demanding we pay return shipping despite our return policy clearly stating, "Shipping charges are non-refundable. Customer is responsible for shipping returned merchandise, and product should be packaged safe and insured. Any damage that occurs in return shipping is the responsibility of the customer."When the customer became upset over the phone, and our representative was directed to speak to a manager, he was not simply told no and sent away. What he was told was that, due to the circumstances and his waiving of our procedure to test and inspect, we could not accept the return as well as pay the return shipping. As a good gesture, and to resolve the issue he is complaining about, we offered to get the parts he says were "defective" shipped to him for no charge. We then contacted the warranty center, who was already aware of the customer, and ordered the parts to be delivered. They told us that this issue was most certainly user-caused, and said the parts were shipping that same day.So, regarding the complaint summary from the customer, he is not stuck with defective product, and he does not have to purchase replacement parts. The parts are already moving, and he will not be charged any fees for the service.

Consumer

Response:

Unfortunately, many of the claims made by Airguns of Arizona

are not true. In addition, I have the

emails to support all of my claims, and a phone log of whom I spoke with on

each occasion. I have attached the string of emails, to verify my claims,

and to prove that Airguns of Arizona has in fact misrepresented the facts. I will respond to each item of Airguns of Arizonas' below.There are some pieces to this complaint that are untold

and/or misrepresented. When the order

was placed, the customer insisted that the products be Unopened and

Untested. We explained at that time that

we test every airgun before shipping to ensure it is right and free of defect,

and that we cannot be held responsible for defects without being allowed to

inspect the product. The customer

insisted, and we noted the order as such. The product was then pulled and shipped per the request.[MY RESPONSE: I spoke

with Darren (or Darryl, I couldn’t quite hear which name he said) at 9:30am on

October 13th. When I placed

the order, I requested 2 new, unopened guns, as I wanted to be sure that I

didn’t get a previously returned item. Darren

said this was not a problem. Darren did

not say that Airguns of Arizona “cannot be held responsible for defects without

being allowed to inspect the product.”]The "defect" referred to by the customer is not

defined as such. Defect is a part or

assembly made incorrectly by the factory. The stripped out screws are an abuse item, as defined by the warranty

policy provided by the factory. These screws cannot strip out under normal

operation of the airgun. They will only

strip out if the user over-tightens them with a screwdriver. [MY RESPONSE: I

partially agree with this statement. The

screws could certainly be stripped out from abuse, or from mis-threading them

into the bracket. However, I did not

abuse the screws. I did not touch them

with any tool or use the rifle in any way that would cause any damage to the

screws. I hadn’t even shot the rifles

yet. I noticed the stripped screws, on

both rifles, upon initial inspection. In

fact, these screws came this way from the factory. I will support claim further, in my responses

below.]When the customer first emailed about the issue, we did not

authorize the return. In fact, he was not asking in the first email, he was

demanding that we issue prepaid return labels. When the customer described the

problem, we were concerned because a) this is an issue that we have never

encountered in the multiple hundreds of the same model we have tested and

shipped, and b) the customer was claiming he had two delivered with the same

issue. It was not until we pulled up his

order and saw that he also had insisted that we NOT inspect and test per our

normal policy that we became suspicious of the issue.[MY RESPONSE: This is

an outright lie. I have the email

correspondence to prove it. Airguns of

Arizona sent me an email stating the following “Simply box up the rifle and

return it to our address at 1970 W Elliot Rd Suite 109 Gilbert, AZ 85233 Please include a note stating why you are returning it, and we will get

you a refund issued as soon as it gets back here.” And this was after I had explained exactly

why I wanted to return one of the rifles. Also, I never demanded anything. I asked, “Is there any way that you would be willing to send me a return

label for the one defective gun that I am returning to you, since am dealing

with getting the other defective gun fixed? I would appreciate it.”]When the customer received our initial response, he

immediately said that he had already contacted the warranty center, and checked

into the cost of the replacement parts. This again made us suspicious because

he was looking to fix something he immediately knew to be bad, despite telling

us that he had just received and opened the goods that very same day.[MY RESPONSE: If

anything, this statement supports my claims. I did contact Umarex USA immediately, because I noticed the screws were

stripped “immediately”. I was in fact

“looking to fix something [I] immediately knew to be bad” because I noticed

that the screws were stripped upon the initial inspection of the rifles.]We explained that the product was not a defect in

workmanship, but rather mis-used, and that all warranty and parts claims must

be made with the USA warranty center. our policy on returns states "Any

merchandise that has been tampered with, customized, or shows any sign of use

will not be eligible for return." and the issue described is a tamper

issue. Not only did the customer

identify that the screws were stripped out, but he tore into the rifle to

determine which parts were needing replacement, and we confirmed had spoken with

the warranty center about the parts needed, etc. Adding to our suspicion was

that the customer was not seeking replacement but full refund. The customer was

also demanding we pay return shipping despite our return policy clearly

stating, "Shipping charges are non-refundable. Customer is responsible for

shipping returned merchandise, and product should be packaged safe and insured.

Any damage that occurs in return shipping is the responsibility of the

customer."[MY RESPONSE: I never

tampered with the rifle or “tore” into the rifle. I did remove the stock screws so that I could

send pictures to Airguns of Arizona and to Umarex USA, to show them that the

screws were in fact stripped. I then

carefully replaced them in the rifles. Again, I never demanded that they pay the return shipping charges. In fact, after the declined my initial (and

polite) request to provide the return shipping, I agreed to pay the return

shipping charges. (In fact I did pay $50

in return S&H charges, after they gave me initial approval to return the

gun. However, they then sent me an email

saying that they would not accept the return, so I went and picked up my

package from the UPS facility before it shipped back to Airguns of Arizona. I have the receipt and label to prove this.) Also, I never asked for a full refund. I only requested a refund for one of the

rfiles. I originally ordered 2 rifles,

because I wanted one with a synthetic stock, and a second one where I could

install a custom stock. After handling

the synthetic stock, I realized that I didn’t like the feel of it. I just wanted to keep one of the rifles to

upgrade to a custom stock in the future, and I wanted to return the other

rifle.]When the customer became upset over the phone, and our

representative was directed to speak to a manager, he was not simply told no

and sent away. What he was told was

that, due to the circumstances and his waiving of our procedure to test and

inspect, we could not accept the return as well as pay the return

shipping. As a good gesture, and to

resolve the issue he is complaining about, we offered to get the parts he says

were "defective" shipped to him for no charge. We then contacted the

warranty center, who was already aware of the customer, and ordered the parts to

be delivered. They told us that this issue was most certainly user-caused, and

said the parts were shipping that same day.[MY RESPONSE: I

disagree with portions of this statement. In all of my dealings with Airguns of Arizona, I have remained extremely

polite, despite their accusatory and non-customer friendly attitude. Their accusatory tone even comes across in

their response to my claims. On October

20th, it was Kip who I spoke with on the phone. He accused me of tampering with the rifles,

but said that he would send me 4 replacement screws. Also, when I spoke with the Umarex USA

Warranty department at 11:58am on October 21, I got a different response. The gunsmith (Mark) stated specifically that

it is, “not without possibility that these screws were cross threaded on

installation.”]So, regarding the complaint summary from the customer, he is

not stuck with defective product, and he does not have to purchase replacement

parts. The parts are already moving, and

he will not be charged any fees for the service.[MY RESPONSE: I

received the parts last night. I

received 2 screws, and one bracket. (Please

note that these are not the parts that I was promised by Kip. This would only replace the defective parts

on 1 of the rifles.) These new parts

support my claims perfectly. Neither

screw will screw into the bracket easily! In addition, only one side of the bracket is threaded for a screw, the

other side is just a hole, where the screw would not fit. In order to screw these screws into the

bracket, I would likely have to force them, which would likely cause the tips of

the screws to strip out.]

Business

Response:

We will accept the order back in its original entirety for full refund on the product. Shipping charges are not refundable as clearly stated in our policy. This is due to the fact that shipping charges are paid to the carrier and non-refundable to us. At this point, we have paid the shipping fees, fulfilled the order per the customer's specific request to ship without inspection or testing, and also purchased the parts and paid shipping to satisfy his original request by phone to resolve the 1 airgun he determined to be defective. Being that he is still unhappy despite this initial fulfillment, we will accept the entire order of 2 airguns back for full refund of the product purchase amount with all shipping charges deducted. This offer comes with the stipulation that the goods arrive to us safely packaged and in the original packaging, with zero signs of use or damage. The customer's account will be noted with all details of this complaint and closed upon completion of this transaction.

Review: I called A.O.A. I ordered a pellet rifle (weihrauch hw90) based solely on their expert recomendation. I ordered a scope (Hawke, Air-max) based soley on their recommendation. The combination cost $897, which to a working guy is a lot of money. I ordered the pellets based on their reccomendation. I wanted everything mounted and sighted out of the box.

bottom line - I did everything based on their expert recommendations -

The rifle came, everything perfect out of the box, scope mounted, scope sighted, they forgot the pellets, everything else perfect. I shot the rifle maybe 50 times before I realized the scope had sheared the scope stop and slid on the scope rail. I talked to A.O.A, sent the rifle back and it was promptly repaired.

The problem is I had to pay the return shipping, all told $68, ($34 shipping, $14 for insurance, $20 for a gun case to securely ship the rifle) as it was the gun case was cracked in transit on the return trip. I do not feel this is my bill. I realize the consumer usually pays return shipping but in this case the gun was defective, not properly set-up. I was counting on their expertise to have the perfect rifle out of the box.

I am more then satisfied with their product and will probably order again, I would reccomend A.O.A. to my friends. I feel this problem was not handled in the proper way.Desired Settlement: I would like to be reimbursed for the return shipping, which was caused be their shipping a not properly set-up product

Business

Response:

We contacted the customer following receipt of this complaint. The incident took place several months ago, and there was no communication between then and now, when this complaint was filed. Following our conversation, we have issued a refund for the shipping fees, and the customer said he would remove his complaint. Had the customer contacted us directly, this complaint would have been avoided.

Over the previous several years I have purchased numerous accessories & supplies from AoA. The transactions were quick & efficient. The scheduled shipments came as scheduled, except for which was a day early. I'm in Pennsylvania & due to previous they have great shipping connections, in addition to the staff, who are always of great help.

I've been dealing with AOA for years, acquiring no fewer than 9 air rifles. My experience has been nothing but positive and this is the place to go for all things air gun.

Review: On 5-19-14, I purchased an air rifle from Airguns of Arizona.

After requesting a particular rifle to see, the sales rep suggested a more expensive rifle that I would be much more pleased with.

I therefore purchased the suggested rifle.

After Appx. 150 shots on 6-20-14 the trigger safety simply falls off. With what appears to be a design flaw.

Returning to the business on 6-23-14, seeking restitution, store credit, or some method to resolve my complaint.

What I'm met with is "It's your problem, your beyond 30 days so we are not responsible.

You will have to ship it to the Mnfg.

We will not contact the Mnfg. You are on your own.Desired Settlement: To be resolved to my satisfaction.

Business

Response:

We are sorry to read this complaint. Yesterday, when Mr. [redacted] was in our showroom, we tried to be extremely clear on the matter despite his name calling and inability to listen to our instruction. We have a published policy regarding returns and/or refunds. It can be read here:

http://www.[redacted].com/[redacted].html

and in this policy we state that after 30 days there is no return option. Also, used product that breaks under warranty is not subject to return, as it falls under warranty repair as the product broke after use, and was not defective upon purchase. When Mr. [redacted] was in our store we attempted to explain how a warranty is handled. We are not a [redacted] authorized repair center, and cannot fix, replace or make attempt to repair his air rifle under warranty. Legal liability concerns prevent us from altering or attempting repair on products that we are not authorized by the manufacturer to service or repair. Enclosed with his purchased rifle and also published on the manufacturer's web page is a copy of the warranty they offer with their product, which is available here:

http://[redacted].com/**-[redacted]

and in which they clearly state:

"All [redacted] airguns are manufactured to the highest possible standards, using the finest materials, to give faultless service. In the unlikely event of a defect in material or workmanship, at any time, within the twelve months of the date of registration, [redacted] will repair or replace the air gun (at [redacted]’s discretion)"

and

"The authorized [redacted] service/warranty center is:

[redacted] #*

[redacted]

###-###-####"

We are sorry to hear that his airgun is having trouble, but we were in no way as cold or unconcerned as he is describing in his complaint. We attempted to provide the best information to help in his warranty issue, but cannot get in the middle of a warranty claim. Each of our suppliers are very clear that warranty matters are to be left between the end-user and the manufacturer to avoid any confusion and prevent any legal interference. As a retailer we have no ability to exchange or attempt to handle a warranty request with the manufacturer of the product which Mr. [redacted] freely chose to purchase. We also have no obligation to break our own published policy simply because a customer calls our ethics into question.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10102802, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First of all, I did not receive a response as noted. Now, after reading it I see I was correct in telling them their ethics are terrible. I did become upset when all the Rep. could keep repeating was, "we've never had any of these guns come back." I continued to point out what appears to be a manufacturing defect witch the Rep. would ignore and repeat their mantra as stated above.

As far as name calling. NO! When another employee came forward and repeated the mantra, I stated my 30 years of building homes and can see when something is structurally defective. He also ignored the problem I was pointing out, repeated the mantra and stated his credentials. I replied maybe he has the ability to put a nut on a bolt but is unable to to see when something is defective. He told me I better "step off" than he left the area.

Now, after review I stand by my accusation of poor business ethics. Their lie about name calling, their throwing both hands up and saying its your problem now. and now because the Revdex.com has their name wrong, There has been this model of air rifle returned because of breaking soon after purchase.

When I searched the Revdex.com before doing business with this company (as is my custom.) nothing came up.

You have their name wrong! Its "Airguns of Arizona" not "Air Guns of Arizona." Your map also has their location wrong, their just east of Arizona Ave. on Elliot, not out off Val Vista or whatever your map is showing.

After reading their staunch reply, I see its futile to expect any resolve from this company. But don't write it up as being resolved, your lying to the public if you do. Get their name correct in your data base and write it up as unresolved!

Regards,

Steven [redacted]

Business

Response:

By re-opening this complaint, nothing new is presented, and the facts remain the same. The goods are outside our published return policy, but his product is still covered by the factory warranty. He may deal with the manufacturer and they will resolve any complaint according to their policy. His complaint regarding the product being potentially defective is an issue with the manufacturer, who covers defect in workmanship and materials in their factory warranty.

Over the past five or six years I have purchased several air guns from AOA through their internet store site. All these transactions have been 100 percent favorable. I live in CA, but during 2014 I was in the Gilbert, AZ area and decided to visit AOA's physical store and look at a Daystate Air Wolf before purchasing it on line. AOA staff was very helpful in explaining the features and benefits of the air rifle, even allowing me to shoot his personal Air Wolf. When returning home, I purchased the Air Wolf, scope and accessories from AOA. All of which shipped promptly and arrived in perfect condition.
I would and have recommended this business to others interested in high quality air guns.